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Customer Service in CRM 2016 Course Overview

Customer Service in CRM 2016 Course Overview


Customer Service in CRM 2016 is a comprehensive course designed to provide course participants with a comprehensive understanding of the basics of customer service and customer relationship management (CRM) as it pertains to running a successful business. This course provides participants with skills and knowledge to use Salesforce CRM and other CRM tools to help streamline customer service processes.
This course allows students to learn how best to use CRM software to handle customer service requests, track customer service performance and trends, create custom reports and dashboards to monitor customer service performance, as well as use integrated systems to streamline customer service operations. This course also covers best practices and strategies to maximize the value of customer service, as well as tips and tricks for effective customer service management.

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5.0/5 Ratings

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Successfully delivered 10 sessions for over 10 professionals

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  • Live Training (Duration : 16 Hours)
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Target Audience


The target audience for Customer Service in CRM 2016 training is any employee who needs to understand how to use the features of Dynamics CRM 2016 in order to effectively manage customer service operations
This training will be particularly useful for customer service managers, customer service agents, customer service representatives, and customer service technicians
Additionally, the training will also benefit anyone in the customer service field, such as marketing professionals, IT personnel, customer success managers, and even business analysts, who would benefit from a comprehensive understanding of how to use the tools available in Dynamics CRM 2016
Ultimately, this training is designed to help customer service teams gain the knowledge and skills necessary to utilize Dynamics CRM 2016 to its fullest potential

Learning Objectives of Customer Service in CRM 2016


1. Understand various functionalities and processes of Customer Relationship Management (CRM) 2016.
2. Learn to leverage the powerful tools of CRM 2016 to improve customer service.
3. Explore how to set up and manage accounts, contacts, and contracts in the CRM system.
4. Understand the concepts of service scheduling, email marketing and automated workflows in Customer Relationship Management.
5. Identify opportunities to optimize customer service operations with CRM 2016.
6. Recognize how to customize and personalize CRM based on customer’s needs.
7. Explore how to ensure secure access of customer data through CRM 2016.
8. Gain expertise in designing and developing CRM reports and dashboards.
9. Learn to analyze customer service analytics to improve service levels.
10. Assess the use of customer service features and determine how to use them most effectively.

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